Dell Computers, Dell, or Dell, Inc. Company Sells Defective Laptops They Cannot Fix Round Rock, Texas Nationwide

After you read my complaint, please search on the web for my exact problem...thousands of identical experiences come up!  Say NO to Dell!!  Poor company.

My wife and I bought a laptop from this company.  Within 1 month, the computer's web camera would only show black (didn't work).  We purchased a warranty from them and began doing our due dilligence to have the computer fixed.  

After going through a long menu, we finally were able to reach a phone operator that did not speak very good english and got offended each time we asked him to repeat himself.  We were able to get a support ticket and were instructed to send the laptop back to Dell so they could repair the laptop.

We received the shipping box and sent the computer for repair.  A week later, we received the laptop back with a letter addressed to another company (we purchased as a consumer not a business) indicating that they needed more information to fix the laptop.  **keep in mind that we filled out a form that we sent with the laptop clearly indicating that the web camera was broken

We contacted them again, sat on hold and again got another foreign operator that did not speak good english.  The operator again got offended each time we asked him to repeat himself for lack of understanding.  We did in fact explain the situation and he was very apologetic for our problem.

We followed the same directions we did before.  We received the laptop back and tried the webcamera.  It worked for one try and then did not work again.  My wife performed the Dell diagnostics on the computer and Dell's own diagnostics said the web camera did not pass its tests.

We got back on the phone with Dell again, and then followed all protocol again.  My wife escalated our problem because at this point we literally thought that Dell was incompetent.  We received a "special technician" to fix our laptop and followed all instructions to send our laptop back.

We received our laptop back (by this time the back and forth is at 5 weeks) and inside our shipping box on the slip, it indicated "Replaced Operating System".  Dell wiped all of our software off of the computer and did not even install Windows 10 like had come with the original machine, but was downgraded to Windows 8.  THE WEB CAMERA STILL DID NOT WORK!

At this point, I stepped in because my wife is just to busy with her work to keep taking time away to fix our laptop.  I called the Dell 1-800 customer service number and asked to speak with a supervisor.  I was asked to let Dell perform diagnostics on the computer at which point I said, "Enough is enough.  The web camera is broken and it has been 5 weeks.  We simply want another replacement."  The operator apologized and then told us that Dell would not replace the laptop because it is under a service contract.  After I got annoyed and demanded to speak with a supervisor around 15 times, I was placed on hold and Dell finally said they would replace the laptop and that "tomorrow" they would reach out to arrange.

Tomorrow came and went, no call from Dell.  My wife reached out to their escalation team and told them we intended on suing them.  The next day (2 days after they said they would call) I received a random call from a Dell rep, who again spoke poor english, who identified himself as the "customer retention specialist".   

I explained my situation to this "specialist" who did not speak good english and got mad when you asked him to repeat himself.  He apologized and proposed giving us a "slight upgrade".  I agreed that would remedy the situation.  He sent us a link of the slight upgrade...it was the same computer.   At this point, my wife and I just started laughing at each other.  There is no way there is a company this incompetent that is this big, right?  Wrong!

I told him that we weren't going to agree with this, and this guy literally said, "We will not be agreeing to anything.  You can send your laptop in to be fixed.  We are not preventing you from fixing your laptop."  After I explained (rather annoyed) that we had their emails, recorded phone calls (automatic call recorder for companies who record for quality assurance), and packing slips that all said, "Your satisfaction is our priority", I told the rep that we were not satisfied.  

He then said that I don't comprehend the situation...what?  I finally said if Dell didn't give us our upgraded model of my chosing, we would pursue an FTC complaint and hire an attorney.  His words, "That's fine.  You can go ahead and do that."  He then proceeded to explain to me that Dell is not bound by any other actions that are not in their terms and conditions.  

I explained that the FTC had a different opinion and that he had exceeded reasonable time to fix our computer and also said that he was committing fraud for not providing us a product that "guaranteed our satisfaction" as is written.  I also asked him for his supervisor at least a dozen times and his response "I am your last resort, there is nobody above me."  

My wife and I laughed again and asked him if his name was Michael Dell or if he was an executive officer.  We still have a broken laptop and after all of this nonsense are going to purchase another brand and keep sending this laptop over and over again until they fix it.  We are also going to sue them for violating CFR pertaining to fixing and repairing and making a false satisfaction disclaimer.

DELL sucks.  End of story.  They are incompetent.  They are anti-American.  And, we have all the necessary proof to win our case.